Best Practices for Digital Contact Centers - Engaged Agents and Happy Customers
Tuesday Nov 12, 2:00 PM – 3:00 PM EDT — RECORDING
Contact centers are facing significant challenges. Customers expect higher levels of service, and company leaders push for exceptional CX. At the same time, agents manage requests across multiple channels in hybrid work environments, making it difficult to meet demands—leading to stress and high turnover.This challenging landscape creates an opportunity to explore fresh approaches for keeping agents motivated, engaged, and productive, while consistently delivering exceptional customer experiences.
In this session, we’ll cover key strategies, including:
- A 360-degree omnichannel view of performance
- Long-term planning
- Intelligent forecasting techniques
- Empowering agents with transparency and accountability
- Self-service and mobile scheduling options
- Personalized gamification and coaching
This session is packed with actionable insights that can help you optimize your workforce, reduce agent burnout, and enhance overall customer satisfaction
Presenters:
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Liran Meir Frenkel, Head of Product Marketing, Performance Management and APA, NICE
With a rich background in the high-tech industry, she specializes in building and executing global business strategies, short- and long-term roadmaps, and go-to-market plans for cloud and CX domains. Outside of work, Liran is involved in LeadWith, a non-profit organization focused on empowering and promoting women in tech.
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Andrea Matsuda, Head of Product Marketing, WFM, NICE
Andrea has spent the majority of her career in the contact center world. After graduating from the University of Nebraska-Lincoln with a bachelor degree in International Business and Global Studies, with an emphasis on French and Japanese languages, she joined TD Ameritrade as a multi-channel customer service agent. While at TD Ameritrade, she received her master degree in Strategic Marketing from the University of Bellevue. It was during this time that she advanced her career into workforce management. Andrea further advanced her workforce management career when she moved to Toast Inc, where she would eventually become the Senior Manager of the Workforce Management department. Today, she is fortunate enough to fulfill her passion of story telling in marketing for the workforce management industry at NICE, Ltd.
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